If you have a gripe with a company — and let’s face it, at some point, everyone has a gripe with a company — here’s a cautionary tale about complaining.
It comes to us by way of Tracey Phillips. She had a problem with a hotel’s change policy. Specifically, every time she changed the date of her stay, the hotel insisted on charging her a fee, which is an increasingly common problem.
Instead of the grassroots approach to problem-solving, which I always recommend — in other words, starting with a real-time resolution at the lowest level, and working your way up — Tracey went straight to the top. She wrote an impassioned letter to the CEO, asking for a one-time exception to the hotel’s rules.
She recently paid her airline a $100 “unaccompanied minor” fee when her son flew alone from Oakland to Los Angeles. It didn’t buy her much, she says.
“After he landed, there was no record on the computer of him flying as an unaccompanied minor,” Ferris remembers. “I couldn’t get the paperwork needed to pass security to meet him at the gate in time.”
Her son walked off the plane on his own and found his way to the baggage claim area alone. Ferris complained, and the airline refunded her $100 fee and offered her a $100 voucher toward a future flight.
If you said, “not really,” then maybe you know Theresa Putkey, a consultant from Vancouver. She had a run-in with a TSA agent recently after trying to opt out of a full-body scan, and sent a complaint letter to the agency assigned to protect America’s transportation systems.
Editor’s Note: This is the final installment of the Insider series on managing the TSA when you travel. Here’s part one, part two and part three. As always, please send me any suggestions on topics or content I may have overlooked.
When Jason Plott’s Western Caribbean cruise was delayed because of dense fog in Galveston, Tex., earlier this year, Carnival offered two possible resolutions before casting off: Either a full refund or an abridged cruise, which included an onboard credit and a discount off a future vacation.
Plott didn’t like either choice.
“It wasn’t enough,” says Plott, a director at a Lubbock, Tex., software firm. His family couldn’t return home early without incurring an airline change fee. And the shortened cruise skipped their favorite ports of call and the offer meant that they’d have to take another Carnival cruise — something they were reluctant to do.
Travelers are faced with decisions like Plott’s every day. Something goes wrong — a flight is delayed, a hotel room is flooded or a rental car breaks down — and they’re made an offer that they have to accept or reject on the spot.
Increasingly, those offers are being generated with the help of technology, either directly or indirectly. Carnival relied on external technologies such as its Twitter account to keep passengers updated, as well as internal systems to proactively deliver a set of identical offers to every passenger on Plott’s cruise before they boarded, according to Aly Bello, a company spokeswoman. “Most of the guests chose the option of sailing on the modified voyage,” she says. Read more “The travel industry moves to preempt customer complaints”
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